MONZO BANK LIMITED
Financial Ombudsman decision DRN-5074524 Upheld
Upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Thu Dec 19deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
Unauthorised transaction, Complaint handling
In the Ombudsman’s words
I believe Mr F authorised the debit card transaction for £250 but not the subsequent transaction for £161.77.Unauthorised transaction
I’m not convinced Monzo have managed this complaint well and in their responses to our service have been inclined to keep digging further into the hole they’ve already dug.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5074524.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.